Nadia Ben Mechlia

– Managing engineering activities across the CareTech domain, leading a distributed team across multiple time zones to deliver scalable, high-quality customer experience solutions. Responsible for ensuring strategic alignment, timely delivery, engineering excellence, and career development. – Designed and delivered high-level architectural solutions (HLD) in close collaboration with Product, defining technical roadmaps, high-level plans (HLP), and measurable KPIs across chat, email, and voice channels to improve operational efficiency and customer satisfaction. – Led several strategic transformation initiatives, including: – Migration of knowledge articles from Zendesk to Salesforce Knowledge – Implementation of Salesforce Service Cloud Voice with Amazon Connect integration for omnichannel routing – AI discovery and experimentation within IVR (NovaSonic AI Agent) – High-Level Design and implementation of the Amazon Connect-Salesforce outbound campaign integration – Transition from Amazon Connect Routing Profiles to Salesforce Unified Routing (early adopter at scale) – Migration of the WFM real-time dashboard data source from Amazon Connect CTR streams to Salesforce database consumption – Implementation of monitoring and alerting for flows and queues using Salesforce data, New Relic, and PagerDuty – Collaborated closely with AWS and Salesforce product and technical teams to enhance performance, scalability, and innovation. – Contributed to the UKG-Verint Payroll integration program – Drove automation initiatives such as LexBot and Smart Routing. – Key outcomes: – 74.37% coverage with LexBot and Smart Routing – 95% customer intent identification within IVR flows – Reduced call transfer rate from 4.74% to 2.07% – Increased Help Center engagement by 15.6% – Achieved a 9.2 Peakon engagement score

– Designed and implemented scalable microservice architectures (Node.js, Moleculer, GraphQL, Redis, AWS). – Led blockchain-powered solutions for carbon offsetting and transaction transparency. – Defined functional requirements, delegated work, and ensured code quality through reviews and best practices.